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SLA explained
Albert Basiul avatar
Written by Albert Basiul
Updated over 8 months ago

ZenDesk SLA is being counted in accordance with the legal SLA contract that is being signed between Ruptela and clients:

Therefore, SLA for tickets in ZenDesk is being counted 24/5 (only stopped on weekends) with the following deadlines:

Request:

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Incident:

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VIP Incident:

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NOTE: Requester wait time = Main resolution time.

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